Betty Hanlon-Deever: Serving hospitality

Betty has enhanced the foodservice department at Pfizer La Jolla by supporting and recognizing her employee team, resulting in low turnover.

At a Glance

  • 940 employeesat Pfizer
  • $850,000 annual sales volume
  • 260 meals served per day (excluding catering)
  • 9 foodservice employees

Accomplishments

Betty Hanlon-Deever has enhanced the foodservice department at Pfizer La Jolla by:

  • Maintaining a high standard of customer service that has defined the program and keeps guests on campus
  • Implementing client-requested health initiatives, including locally sourced produce, farmers’ markets and a juicing station
  • Supporting and recognizing her employee team, resulting in low turnover

Of the more than 900 employees on the Pfizer campus, “she probably knows all of them,” Stephenson adds. “For [some of] the site leaders, she knows what type of coffee they have, so she’ll have it in their office
every morning. The littlest things go so far with people, and she knows that.”

It’s this focus on customer service that keeps her guests coming back. “Even the people that come from other sites, they’ll go home and say, ‘we don’t get this in Pearl River, we don’t get this in New York,’ so they’re always wowed,” Stephenson says. “There was one colleague who’s on the leadership team, and [at Betty’s] Salaried Employee of the Year award celebration said, ‘I eat in this café every day and I can’t say that I did that before Betty.’ People love her and they definitely feel the customer service and [are] so appreciated here.”

Shortly after Hanlon-Deever began at Pfizer, the company requested that the department provide healthier food options and increase sustainability measures, which required the foodservice program to be modified—and Hanlon-Deever more than delivered.

“Betty really took the lead for Compass here,” explains Muizz Hasham, area director for Jones Lang LaSalle at Pfizer La Jolla. “She was able to completely turn the foodservices model around and really provide healthier options and more local ingredients, more regional items that were procured from local farmers … to the point that we got so many favorable responses from our client [and] from our customers, and not only at this facility, but other facilities of Pfizer. They actually are very complimentary, saying the level of the food and the level of the staff and the personal interaction [Betty] provides is really beyond what other facilities are experiencing. It really became a flagship store for Pfizer and for Compass to look at the model in its entirety. Betty was really instrumental in changing that type of offering for the Pfizer account.”

More From FoodService Director

Industry News & Opinion

The University of Maryland will begin offering weekly specials at all of its dining halls this semester, The Diamond Back reports.

The weekday specials will allow Dining Services to offer past menu items that students miss as well as new dishes students have been requesting, according to a spokesperson.

Students can find out which specials are being offered each week via dining hall table tents as well as through Dining Services’ social media. During select weeks, the specials may reflect a particular theme, such as Taste of the South.

Read the full story via...

Ideas and Innovation
university chicago medical center renovation workers

As The University of Chicago Medical Center prepared for the revamp of one of its kitchens to feed an additional 202 patients, it wasn’t just foodservice executives coming to the table to make decisions. The process, which began in fall 2014, involved hourly employees from the ground up, says Daryl Wilkerson, vice president of support services. “They actually helped build this [kitchen], which is why I think this is so spectacular,” he says. “Normally what you’ll get in a lot of projects is senior people sitting around in shirts and ties making decisions.”

The hospital follows the...

Ideas and Innovation
idea bulb innovation concept

There’s no feeling quite like the “spark of inspiration” that Dawn Aubrey , associate director of housing for dining services at the University of Illinois, cites in this month’s Steal This Idea-themed cover story. That rush of blood and endorphins to the brain when everything comes together is like nothing else, and often finds me falling over furniture because I’m so excited to start putting plans into action. Unfortunately, I also bruise easily.

Throughout this issue, we’ve highlighted stealable ideas in all realms of noncommercial foodservice, from protein-focused sides to...

Managing Your Business
empty drive thru window

The University of Vermont Medical Center cafes often overflowed with diners at lunchtime. But adding another cafe wouldn’t be enough. “We definitely needed another place for people,” says Garden Atrium supervisor Tanya McDonald.

That’s why the UVM Medical Center this fall opened a takeout window in its new Garden Atrium cafe, a part of the design scheme before the cafe even opened last year.

Not wanting to pressure the staff—and struggling with technological delays—dining services began with a monthslong soft launch, opening the takeout window to about 200 employees through...

FSD Resources